Customer Experience (CE) Supervisor

Kalsec Inc.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Kalsec Inc. is seeking a working supervisor for the Customer Experience team in Singapore. This role combines people leadership with hands-on responsibility for order entry and service execution for key accounts.

You will coach the CE team, manage customer orders, and resolve issues to keep customer needs as a priority. You will coordinate with manufacturing, sales, logistics, and accounting, driving process improvements and measuring performance against defined metrics.

Qualifications

• Bachelor's degree preferably in business or related discipline.
• Minimum of 3 years leadership/direct report experience, with 5-7 years related customer service experience in similar industry.
• Experience working in an ERP.
• Capacity to navigate ambiguity, and make independent decisions in line with departmental processes.
• Effective organizational skills.
• Interpersonal skills, with a strong ability to communicate in written & verbal forms.
• Customer Focused (external & internal).
• Ability to succeed in a dynamic, fast-paced work environment.
• Ability to thrive in a cross-cultural work environment.
• Solution oriented.
• Tactful, and skilled in conflict resolution and team building.

Responsibilities

• Coaches and motivates the CE team while ensuring adherence to procedures, turnaround times, and policies.
• Acts as liaison between customers and manufacturing, sales, logistics, and accounting to resolve production, delivery, and billing issues.
• Provides dedicated service regarding orders, sample requests, documentation requests, returns, credits, complaints, and invoices.
• Identifies system, workflow, and process improvements to enhance team efficiencies.
• Participates in the Customer Experience Survey and presents solutions to close gaps and enhance support based on data.
• Identifies metrics for the CE team and measures performance and quality against standards.
• Provides support to management in recalls or other customer communications.
• Leads assigned projects/initiatives.

Skills

People leadership

Customer service

Cross-functional collaboration

Communication skills

Process improvement

Project leadership

Education

Bachelor's degree (business or related)

Tools

ERP systems

Job description

Serve as a working supervisor within the Customer Experience team, balancing direct people leadership with hands‑on responsibility for order entry and service execution for assigned key accounts. This role leads, coaches, and supports team members while also actively managing customer orders, service requests, and issue resolution to ensure customer needs remain a top priority.

• Responsible for coaching and motivating the CE team and ensuring that all team members adhere to appropriate procedures, turnaround times, and policies
• Act as a liaison between customers and manufacturing, sales, logistics, and accounting to resolve production, delivery, and billing issues
• Provide dedicated service regarding orders, sample requests, documentation requests, returns, credits, complaints, and invoices.
• Independently identify system, workflow, and process improvements to enhance the team’s efficiencies.
• Participating as needed in the Customer Experience Survey and presenting solutions to close gaps and enhance customer support based on the data received.
• Identifying appropriate metrics for the CE team and measuring performance and quality against these standards.
• Provide support to management in the event of a recall or other customer communications.
• Lead assigned projects /initiatives

Education/Experience:

• Bachelor's degree preferably in business or related discipline
• Minimum of 3 years leadership/direct report experience, with 5-7 years related customer service experience in similar industry
• Experience working in an ERP
• Capacity to navigate ambiguity, and make independent decisions in line with departmental processes
• Effective organizational skills
• Interpersonal skills, with a strong ability to communicate in written & verbal forms.
• Customer Focused (external & internal)
• Ability to succeed in a dynamic, fast-paced work environment
• Ability to thrive in a cross-cultural work environment
• Solution oriented
• Tactful, and skilled in conflict resolution and team building

Working Location:

This job description is not intended to cover every detail or every aspect of the job identified. Other duties may and will be assigned based upon the workload and needs of the department.